Flipkart - Manager - Key Account Management - Mobiles & Electronics Team - IIT/NIT/BITS/IIM/ISB/MDI/FMS

WORK LOCATION : Bangalore

Manager - Key Account Management : Mobiles & Electronics Team- Jeeves ( Flipkart) - Bangalore

JOB DESCRIPTION :

As Flipkart leads its way to consolidate its position as destination platform for - Consumer Internet- customers, after-sales service is going to be one of the critical differentiators between Flipkart and others. Jeeves-F1 is the exclusive service arm of Flipkart responsible for delivering after-sales services for Flipkart customers. In addition, they work with brands to enable service delivery to direct brand customers Mobiles & Electronics Team at Jeeves-F1 works closely with categories to transform the purchase and enjoyment journey of smartphone customers in India.

The team is responsible for launch, scale-up, managing experience & driving efficiencies in after-sales services. This is expected to drive growth (conversion or GMV), profitability (GP) or experience (NPS) for the category

Key expectations :

1. Scale-up of existing services in Mobiles & Electronics Team category (Complete Mobiles Protection, Mobiles and Laptop Extended Warranty, Mobile tech visit, Detailed Physical verification)

2. Launch new capabilities & services (Remote Troubleshooting, On site repair, new protection plans for the categories)

3. Deliver superior customer experience for services of Mobiles & Electronics category like Mobile Tech Visit, Value Added Services, etc.

4. Drive efficiencies in service delivery (productivity improvement, claim rate optimization, repair cost optimization) 

- Candidate is expected to work closely with the business teams (Mobiles category, Returns team, VAS team) to understand the business requirement, design product proposition, arrive at costing, align design & operations and work with product-tech team to launch new capabilities & scale existing capabilities

- Candidate is expected to work with operations, product-tech and business finance to drive efficiencies in service delivery

QUALIFICATION :

Essential :

- Bachelor's Degree from Tier 1 Engineering School

- MBA from Tier 1 B-school

Desirable :

- Experience of business/ growth/ category teams

EXPERIENCE : 2-4 year experience working in business/operations roles

DELIVERABLES :

1. Revenue : New and Existing services

2. Service Experience Metrics

3. Cost of service delivery

SKILL SETS :

Essentials :

- Strong analytical skills

- Strong problem solving acumen

- Data driven decision making skills

- Strong research orientation/skills

- Ability to connect with cross-functional stakeholders

- Ability to work in unstructured environment

Desirables :

- Operations

- Product-tech

- Communication Skills : Verbal & Written